Which of the following is a proper telephone technique?
a. answering the phone by the fifth ring.
b. giving the caller the impression that you are in a hurry.
c. speaking clearly and using a pleasant, friendly tone of voice.
d. interrupting the caller.
C
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The “REAL BOSS” in the service delivery experience is ______.
a. the guest b. the front-line employee c. the general manager d. the owner of the organization
Why does utilitarianism seem to suggest that the engineer should help Volkswagen cheat on emissions?
a. Utilitarianism tends to consider only direct, immediate negative impacts into its calculations. b. Cheating would benefit the engineer’s in-group, such as managers and coworkers. c. In calculating what benefits the greatest good, the tally seems to lean slightly in favor of cheating. d. Environmental impacts are generally not factored into a utilitarian calculation.
The tax savings from a transaction represents a cash inflow.
Answer the following statement true (T) or false (F)
Logistics and other processes are managed using sophisticated and integrated ________.
A. total quality management strategies B. partner relationships management strategies C. integrated contractual systems D. vertical marketing systems E. enterprise resource planning systems